Key takeaways
What property managers can take from Jennifer’s approach
- Be a generalist. Condo managers need to communicate well, stay organized, and understand enough about law and construction to know when a trade has done good work.
- Lead with empathy. Board members are volunteers who never planned to run a building, and owners who call upset are frustrated, not out to make your life miserable.
- Price isn’t the only consideration. The cheapest contractor often costs more over time, especially in areas like mechanical, where poor maintenance can lead to water damage.
- Use the reserve fund study. Alberta requires condo corporations to plan major repairs, and budget season is the best time to walk boards through what’s coming.
- Build community. Engaged owners notice and report problems right away, while buildings without that sense of ownership can miss issues for months or years.
About the guest
JM
Jennifer MacFarlane
Director, Calgary Branch, Magnum York Property Management
Jennifer leads Magnum York Property Management’s Calgary branch, which manages condominium properties in Calgary, the Okanagan, and Canmore. She started in facilities management in the late 1990s, moved into condominium management, and owned and ran her own condo management brokerage for almost 10 years before joining Magnum York. She holds a full real estate broker licence.
Episode summary
In this episode
Jared Sarbit talks with Jennifer MacFarlane, director of the Calgary branch of Magnum York Property Management. Jennifer started in facilities management at a telecom company, moved into condominium management, and owned her own condo management brokerage for almost a decade before joining Magnum York. She was also one of Picture Perfect Cleaning’s first property management clients.
Jennifer explains the skills condo managers need, how she works with boards, owners, and contractors, and why empathy matters when people call with complaints. She walks through the difference between operating budgets and reserve funds, how reserve fund studies guide capital planning, and the technology Magnum York uses to give boards and owners live access to their accounts.
She also covers rising costs and new licensing rules in Alberta, her advice for aspiring property managers, a frustrating utility billing mix-up she solved for a senior owner, and why condo communities matter.
Chapters
- 0:00Episode preview
- 1:08Introducing Jennifer MacFarlane
- 1:48From facilities to condo management
- 3:26Owning a condo management brokerage
- 5:13Qualities of a good property manager
- 6:46Working together from the start
- 8:22Strategies for working with stakeholders
- 10:51Dealing with complaints
- 13:05Balancing cost and quality
- 16:44Capital projects and reserve funds
- 19:58Technology at Magnum York
- 22:31Trends in property and condo management
- 26:59Advice for aspiring property managers
- 28:12Solving a utility billing mix-up
- 30:54What she looks for in a janitorial company
- 32:24The property she would love to manage
- 33:57Book recommendation: In the Common Interest
Jump to a chapter (17)
- 0:00Episode preview
- 1:08Introducing Jennifer MacFarlane
- 1:48From facilities to condo management
- 3:26Owning a condo management brokerage
- 5:13Qualities of a good property manager
- 6:46Working together from the start
- 8:22Strategies for working with stakeholders
- 10:51Dealing with complaints
- 13:05Balancing cost and quality
- 16:44Capital projects and reserve funds
- 19:58Technology at Magnum York
- 22:31Trends in property and condo management
- 26:59Advice for aspiring property managers
- 28:12Solving a utility billing mix-up
- 30:54What she looks for in a janitorial company
- 32:24The property she would love to manage
- 33:57Book recommendation: In the Common Interest
From the conversation
Transcript excerpts
I think in order to be a good property manager you have to be a generalist.
Jennifer MacFarlanePlay from 5:22
The first thing to realize is that they’re not calling to make your life miserable, they’re calling because they’re upset.
Jennifer MacFarlanePlay from 10:19
That’s something that I think more condominiums should do, really promote the community aspect of your property.
Jennifer MacFarlanePlay from 0:07
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Full episode transcript
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FAQ
Condominium management questions
What is the difference between a condo operating budget and a reserve fund?
Jennifer MacFarlane explains that the operating budget covers day-to-day costs like repairs, insurance, utilities, landscaping, and cleaning. The reserve fund is a separate, restricted fund for replacing major components like roofs, windows, siding, and flooring as the building ages.
What is a reserve fund study?
In Alberta, condominium corporations are required to have a reserve fund study prepared by a qualified professional such as an engineer. It evaluates each major component of the building, estimates its effective age and remaining life, and projects when replacements will be needed.
Why are condo management costs rising?
Jennifer points to higher costs for contractors, materials, and utilities, along with Alberta’s separate licensing requirement for condominium managers. With fewer licensed managers available, salaries have risen, and those costs are passed on to properties.
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